Senior Technical Support Engineer, Focused Services

Company Description

Recruiter: Maria Plociennik

Hiring Manager: Itamar Moshayov

**Our Mission**

At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish - but we’re not here for easy. We’re here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We’re changing the nature of work from benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

**Job Description**:
**Your Career**

As a Designated Support Engineer, you will be heavily engaged to personalize their customers’ experience and ensure a successful Palo Alto Networks product experience in Cortex space. In this role, you will develop a working partnership to mitigate risks and troubleshoot to resolve technical issues for their customers. You will partner with the Technical Account Manager to effectively become a virtual part of their customers’ teams. You will engage both proactively and reactively with the customer to address any Cortex XDR technical needs. You will also provide escalation management for any technical issues encountered with their customers’ enterprise deployment, resulting in faster time to value.

This role requires strong fault isolation and root cause analysis skills to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Regularly updating customer cases to record the progress of calls in tracking systems and documenting technical solutions and product information in account-specific repositories. Work to reproduce customer issues and work with developers to resolve technical issues.

**Your Impact**
- Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
- Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
- Work to reproduce customer issues and qualify critical issues
- Work directly with multiple internal teams including Engineering to get customer issues resolved
- Have a thorough understanding of software release and bug cycles
- Conduct multi-vendor troubleshooting
- Has visibility across the entire organization and Executive Leadership
- Publish Technical Support Bulletins and other user documentation in the Knowledge Base
- Build a positive customer experience by working closely with Development, Sales, Quality Assurance, and Marketing
- Responsible for reviewing user documentation for training materials, technical marketing collateral, manuals, problem-solving guides, etc.
- Provide on-call support on an as-needed basis
- Travel will be required to customer sites in conjunction with Technical Account Managers for named accounts, and after hours and weekend on-call support as needed to support maintenance activities

**Qualifications**:
**Your Experience**
- 5+ years of related experience
- Required experience with supporting end point software products
- Required Hands on experience with support tools such as :Process Monitor, Process explorer, Procdump, Wireshark
- Strong experience with MS environment (Exchange, SCCM, GPO, AD, MSSQL, IIS)
- Experience with endpoint security software is a plus (Antivirus, DLP, IPS, NAC)
- Experience with Security is a plus (IPSEC / SSL-VPN / NAT / GRE)
- Experience with batch scripting is a plus

Additional Information
**The Team**

Our technical support team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased our products. Our dedication to our customers doesn’t stop once they sign - it evolves. As threats and technology change, we stay in step to accomplish our mission.

You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised - in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

**Our Commitment**

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, toge